Dispute Resolution Policy

This policy describes how commercial disputes between buyers and suppliers arising from marketplace transactions are raised, evidenced, and resolved, and the platform's role and limits. It complements the Returns, Refunds & Disputes Policy, the Payment Terms, and the applicable transaction documents.

A party should first attempt to resolve the matter directly with its counterparty. If unresolved, a dispute may be opened through the platform within the applicable claim period, with supporting evidence such as order records, photographs, lot codes, temperature or seal data, delivery documents, and quantity reconciliation.

Sentrick facilitates orderly resolution and may make administrative marketplace decisions. Such decisions affect platform status and the payment workflow only; they do not constitute legal adjudication. Sentrick is not a party to the underlying commercial contract, is not an arbitrator or court, may rely on available documentation, and is not required to conduct forensic investigation. Sentrick may refer parties to an insurer, payment processor, regulator, or court/arbitration, and may preserve records, request information, and pause or hold affected payment or reward states.

Approved remedies may include replacement, repair where suitable, credit, partial refund, or refund, consistent with the Returns policy. Commission is reversed proportionally on any approved refund. No refund is recorded as completed before payment-processor confirmation, and immutable commercial history of the dispute is retained. Submission of fraudulent evidence may result in immediate suspension.

Where a dispute cannot be resolved through the platform process, the parties retain their rights and remedies under their contract and applicable law. Governing law, venue, and any agreed arbitration terms are set out in the Marketplace Terms and applicable transaction documents.